Receipts, not rhetoric
What happened next is a matter of public record — the regulators publish it, insurer by insurer. Most people never see it. This site puts it in one place, and adds the part regulators don't collect: your paperwork and your story.
AFCA 2024–25 Annual Review · APRA claims statistics, Dec 2025 · ASIC 25-286MR — sourced in full on The Record.
Complaint counts, claim decline rates, dispute rates and processing times — per insurer, straight from AFCA, APRA and ASIC publications. Every number linked to its source.
Open the record →Product Disclosure Statements and claim paperwork, shared by real policyholders. The PDS is the contract. Reading one before you buy — or claim — changes everything.
Add a document →What a claim actually feels like from the inside — the delays, the forms, the phone calls. Published with consent, anonymised, searchable by insurer.
Read stories →None of this is secret. It is just spread across documents most people never read.
Cover isn't decided by the brochure — it's decided by definitions buried in the PDS. "Total and permanent disablement" can mean different things in different policies from the same insurer. The claim you think you have and the claim the document gives you can be two different claims.
Every month a claim stays open is a month it isn't paid. Insurers must follow claims-handling timeframes, and since 2021 claims handling is a financial service under the Corporations Act — meaning delay isn't just rude, it can be unlawful.
Before you can go to the ombudsman, insurers get an internal dispute resolution (IDR) window. Under ASIC's RG 271 most complaints must be answered within 30 calendar days. Note the dates. The clock matters more than the correspondence.
The Australian Financial Complaints Authority costs you nothing and can make binding decisions against insurers. Insurers pay fees when complaints are lodged against them. Which is why a well-documented AFCA complaint changes an insurer's arithmetic.
The PDS is a legal document required by the Corporations Act 2001 — it, not the ad, is what a court or ombudsman reads.
APRA and ASIC jointly publish life insurance claim outcomes per insurer — admittance rates, dispute rates, processing times — on the MoneySmart claims comparison tool.
AFCA publishes its Datacube: complaints against every member firm, named, with resolution rates and timeframes. Naming is official policy.
One shared PDS, one dated timeline, one honest account — multiplied by everyone who's been through it — is how the record gets set straight.
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